Senior Service Delivery Manager

Senior Service Delivery Manager

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

YOUR ROLE

• Oversee the delivery of services in line with SLAs and KPIs.
• Monitor service performance and implement corrective actions as needed.
• Manage incidents, problems, and service requests to resolution.
• Serve as the primary point of contact for service-related issues.
• Build and maintain strong relationships with clients and stakeholders.
• Handle escalations and ensure timely communication.
• Coordinate cross-functional teams to ensure seamless service delivery.
• Support resource planning and workload distribution.
• Mentor and guide team members to achieve performance goals.
• Identify opportunities to enhance service quality and efficiency.
• Lead initiatives for process optimization and automation.
• Contribute to strategic planning and service innovation.
• Prepare regular reports on service performance and improvement plans.
• Maintain accurate documentation of processes, incidents, and changes.

YOUR PROFILE

• Bachelor’s degree in IT, Business Administration, or a related field.
• 5+ years of experience in service delivery, operations, or IT management.
• Strong knowledge of ITIL or other service management frameworks.
• Excellent communication, leadership, and problem-solving skills.
• Experience with project management tools and methodologies is a plus.

WHAT YOU'LL LOVE ABOUT WORKING HERE

• At Capgemini Portugal we have a flexible and dynamic work environment. Flexibility enables a better work-life balance and gives more flexibility to the employee to manage the working hours, as well if he works at the office or remotely, according with the company’s hybrid work policy;
• We have local programs that promote people growth, reskill and new skills development (Career Acceleration Programs);
• We promote an empowering environment with autonomy and peers' relationships among the top scores of our Monthly Employees' feedback;
• Next to this, we also offer an attractive compensation package and benefits such as Health and Life insurance, as well as Referral program with bonuses for talent recommendations and other fringe benefits according with our partnerships in force.
• Capgemini Portugal is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, as well as employment offers and promotions made according with competence and ability or performance, respectively.

ABOUT CAPGEMINI

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.